topic Notification from IQ Cloud ??? in ExtremeCloud IQ

Notification from IQ Cloud ???

imadam — Wed, 18 May 2022 21:36:00 GMT

Hi,
I don't know is it us or something is messed up with IQ cloud with managing renewals, expirations and other stuff. We don't get emails on renewals for our customer and often we get in trouble because expired license (just one of them not all of them) actually blocking you doing any changes on tenant.

How do you guys managing this since we are unable to track that for customers nor look every single day if something is going to expire or not???

Thank you.

RE: Notification from IQ Cloud ???

SamPirok — Wed, 18 May 2022 22:26:00 GMT

Hi there, I can shed some light on this process. When a key is 30 days away from expiring, and email is sent to the person that secured that key in the first place letting them know the key is about to expire and they should renew. Additionally, a banner is shown in XIQ starting a 30 day countdown and will show for those 30 days until the key expires and XIQ is locked down. You can also see the expiration dates in XIQ under Global Settings> License Management, so you can set up additional calendar reminders if you'd like to. Hope that helps!

RE: Notification from IQ Cloud ???

imadam — Thu, 19 May 2022 09:34:00 GMT

"When a key is 30 days away from expiring, and email is sent to the person that secured that key in the first place letting them know the key is about to expire and they should renew." --> What this means "person that secure that key in the first place" ? What this means?

"Global Settings> License Management, so you can set up additional calendar reminders if you'd like to." --> I don't see this on my tenant. Can you share screenshots where this is?

RE: Notification from IQ Cloud ???

SamPirok — Thu, 19 May 2022 15:19:00 GMT

The person that worked with Extreme to purchase the original key will get an email when the key is 30 days away from expiration.

This is a screenshot showing the path to the License Management page:

If you don't see the License Management option under Global Settings, it means you don't have the right permissions to see this in XIQ, and you'll want to contact your XIQ administrator for access.

RE: Notification from IQ Cloud ???

imadam — Thu, 19 May 2022 18:31:00 GMT

The person that worked with Extreme to purchase the original key will get an email when the key is 30 days away from expiration. --> in may case it is distributor. And if distributor miss this or that person is gone or whatever, we as Extreme reseller or Extreme customer are dead if water. This is poor design, worst I have see in industry. Actually, Extreme way of handling this is worst in industry. Level of frustration we have with Extreme renewals is unbelievable. It is on level where we are getting ready to knock out Extreme out completely.

RE: Notification from IQ Cloud ???

imadam — Thu, 19 May 2022 18:32:00 GMT

"If you don't see the License Management option under Global Settings, it means you don't have the right permissions to see this in XIQ, and you'll want to contact your XIQ administrator for access. " --> what do you mean by "XIQ administrator"??? Somebody from Extreme, us as partner or customer needs to turn this on?

Can you elaborate?

RE: Notification from IQ Cloud ???

imadam — Thu, 19 May 2022 18:35:00 GMT

if you hit contact sales, nothing will happen. There is no way to setup notifications, at least we don't see how to make it happen.

RE: Notification from IQ Cloud ???

SamPirok — Thu, 19 May 2022 18:44:00 GMT

I'm happy to elaborate, your XIQ administrator is the person that originally set up the XIQ account. It would be someone in your own company. If you can give me your VHM ID or a serial number of a currently connected AP, I can try to find out what email address is currently in use as the main admin for your XIQ account.

For contacting sales, if you can let me know generally where you're located, I can find a local sales contact to connect you to.

RE: Notification from IQ Cloud ???

imadam — Thu, 19 May 2022 18:57:00 GMT

sent you email with serials and tenant name to community@extreme ...

RE: Notification from IQ Cloud ???

SamPirok — Thu, 19 May 2022 19:01:00 GMT

I hear you about how frustrating this has been. I reviewed your post with my team just now and we are going to propose a new work flow today to help address this. What I'm going to propose to our internal teams is going to be that we send an email to everyone set up as an administrator in the XIQ account to warn you that a key will be expiring in the near future and provide steps for renewal. I'm hoping we can also add an option for administrators to opt out of that email notification as we do not want to send unnecessary emails where we can avoid it. Do you think this work flow would address your needs? Is there anything else you'd like to see added in that could help?

RE: Notification from IQ Cloud ???

SamPirok — Thu, 19 May 2022 19:07:00 GMT

Thank you, I was able to find your VIQ instance and I've sent back the current administrators listed for your account. Unfortunately we can't tell who the main admin is, but if they log in and can see the license management page, then they are the admin for your account.

RE: Notification from IQ Cloud ???

imadam — Fri, 20 May 2022 17:26:00 GMT

Hi,
I have learned that ZERO notifications are possible on IQ Cloud (at least that's my understanding). Nobody actually receives notification. Customer, partner, distributor receive no notification. So, how Extreme cloud expecting customers, partners and distributors to keep up with renewals???

RE: Notification from IQ Cloud ???

SamPirok — Fri, 20 May 2022 17:58:00 GMT

While XIQ currently does not have a license notification email option, we do email the distributor, partner/reseller, and customer contact associated with the entitlement key when it was purchased a minimum of 30 days before the keys expire. And again, you can see all of the expiration dates on the License Management page in XIQ that we've confirmed you have access to in our email chats. So if you would like to set up external reminders, you can see when the keys will need to be renewed within your XIQ instance at any time.

I really appreciate you emailing me your feedback on how we can improve our license renewal system. I have a meeting set with our product development team to start exploring our options for updating this system early next week, and I'm hopeful we can implement some changes to make this process easier moving forward. If you have any additional thoughts on how we can improve, please don't hesitate to share them with me and I'll see what I can do to implement them.

RE: Notification from IQ Cloud ???

imadam — Fri, 20 May 2022 19:03:00 GMT

While XIQ currently does not have a license notification email option, we do email the distributor, partner/reseller, and customer contact associated with the entitlement key when it was purchased a minimum of 30 days before the keys expire. ---> This is simple not true. We don't receive anything from Extreme as partner. Talked to two distributors, one of you stocking distributors in Europe, and they are not getting ANY notification from Extreme. Also, customer is not getting any kind of notification from Extreme. So something has be big time wrong with Extreme here.

Since, I got burned and I lost customer over this, now I am going to investigate this even up to Extreme CEO, I don't care. So, who is responsible in Extreme for this on US side since there is no help from Extreme from this side of ocean?

If you have any additional thoughts on how we can improve, please don't hesitate to share them with me and I'll see what I can do to implement them. --> I can show you certain things. But I am tired of emailing about this.

RE: Notification from IQ Cloud ???

imadam — Fri, 20 May 2022 19:04:00 GMT

"So if you would like to set up external reminders, you can see when the keys will need to be renewed within your XIQ instance at any time. " --> what do you mean by this?

RE: Notification from IQ Cloud ???

SamPirok — Fri, 20 May 2022 19:23:00 GMT

On your license management page, you can see all of your entitlement keys, the start date of those keys, and the end date when those keys will expire.

RE: Notification from IQ Cloud ???

SamPirok — Fri, 20 May 2022 19:25:00 GMT

Can you send me the key that expired recently so I can start looking in to who specifically was supposed to be notified here?

As for who to talk to, please let me know generally where you are located and I will find someone in your area to connect you to.